Customer Service Manager - Fintech

Looking for a Customer Support for a Tech Platform in Bangalore!

Job Responsibilities:

1. Own investor communication

• Respond to all inbound investor emails with clarity, precision, and confidence
• Handle complex topics: tax timelines, distributions, portfolio updates
• Maintain a consistent, professional tone across all communication

2. Drive issue resolution (not just replies)

• Take full ownership of investor issues until resolution
• Coordinate internally across tax, legal, and operations
• Proactively follow up – nothing falls through the cracks

3. Operate under ambiguity

• Make judgment calls with incomplete information
• Know when to respond, escalate, or wait
• Navigate compliance-sensitive situations carefully

4. Build systems, not just answers

• Identify repeat questions and create templates/playbooks
• Improve workflows to reduce inbound volume
• Continuously refine how we communicate with investors

5. Leverage AI to scale output

• Use AI tools to draft, structure, and improve responses
• Build and maintain an internal knowledge base
• Help design a modern AI-enabled support stack

Job Qualifications

o Any Graduate, relevant customer service/success exeperience particularly with product/tech platforms, preferably for at least 3 years

o Experience working with HNI, Enterprise clients is a plus

o Familiarity with AI customer service tools and tools like Notion, SendGrid, or Slack

o Strong verbal communication and active listening abilities

o Confident, calm, and professional call-handling skills

o Effective, persuasive and negotiation capabilities

o Multilingual proficiency preferred, including English, Hindi and Kannada, is a plus

o Clear pronunciation with a neutral or adaptable accent